Facilities Helpdesk Administrator

7 days ago

Borehamwood, United Kingdom Safestore Full time

**Description**:
As the **Facilities Helpdesk Administrator**you will work within our Head Office in the Facilities Department. You will ensure there is effective communication within the company and external contractors for all aspects of store facilities management. Liaise with all Head Office Departments, stores and contractors to ensure the smooth and effective operation of the business.

The Facilities Helpdesk Administrator will be the first point of contact for all reactive call-outs. They will review all jobs on the Safestore Computer aided facilities management software that have not been automatically assigned and ensure that the jobs are allocated to the correct contractor within a timely manner

**Key Responsibilities / Accountabilities**:
**The Helpdesk Operator shall**:

- Take ownership of reactive maintenance jobs thus ensuring that all tasks are completed in line with the service requirements. This will involve the following but not limited to:

- Liaison and follow up with third party supply chain on job attendance and completion
- Communicate to requester/s advising what actions have been undertaken and present intended timescales for work completion.
- Ensure tasks are completed in line with the Reactive Maintenance SLA’s/KPI’s
- Engineer attendance reports for the call outs are checked for accuracy and uploaded onto the system if not done so by the attending engineer
- Tracking job progress against pre-determined KPI’s including maximum allowable response and rectification times and implementing escalation procedures
- Report back to internal stakeholders at weekly meetings to confirm on job progress
- Following up orders to ensure completion in timely manner
- Estimating cost of repair work at outset has been correctly provided and uploaded to the work order
- Providing information where necessary to Retail Services relating to costs for insurance claims
- Check that stores have raised incident reports where require
- Liaise with stores to ensure all relevant details have been added to the incident report, including any photos/videos

In addition to the detail listed you will be required to carry out any other duties as required by Safestore Management

**Experience and Skills Required**:

- Proven experience in coordination of facilities related services is essential
- Previous experience of a call centre or helpdesk operation. FM service desk experience is advantageous
- Ability to analyse issues and problems, to discuss options and proposals with users and suppliers to improve service and provide best cost solutions.
- Basic understanding of building assets
- Excellent interpersonal and communication skills
- Ability to use assertiveness with colleagues and users appropriately
- Ability to prioritise a range of conflicting tasks
- Is able to work alone to get results in an effective way

**About Safestore**:
Safestore is the UK’s largest self-storage group, and part of the **FTSE 250**. We believe that engaged colleagues, who feel valued by our business, are the foundation of our customer-focused culture. We know our people as individuals, and show respect for each other, enabling everyone to have a voice so that they can bring their full, unique selves to work. We are exceptionally proud that, in 2021 and in 2024 we were awarded the prestigious **'Investors in People’ Platinum accreditation**.

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